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How can I order from Joe Browns?
You can order via:
Our Website - once you've found the items you want, simply click the ‘add to basket’ icon under the item in question, which will add it to your shopping basket. Once you've added all the items you wish to purchase, click the Proceed to Checkout button then simply confirm all of the details until the last screen gives you an order reference number. You can check the contents of your basket at any time by click the Shopping Basket link at the top of the screen. Ordering via the website is totally secure - we take many precautionary measures to ensure that any details you give us will be handled securely.
Phone - call us on 0113 270 6655 and one of our friendly advisors will assist you in placing your order. Lines are open from 08:45am to 5:45pm Monday to Friday and from 09:00 to 13:00 on Saturdays.
Fax - send your order form to us at 0113 270 8000
Email - you can send your order via email, although please do not include your full card details within the email - email isn't a secured or encrypted medium. Instead simply include a number we can call you on during office hours and we will call you to obtain payment details.
Post- simply post your order form to, Joe Browns Ltd, Kandy Works, Brown Lane East, Holbeck, Leeds, LS11 0BT. Please ensure all required information is included and that details are written clearly. This will ensure your order is processed promptly.
Skype- Skype us on joebrowns to speak directly to one of our customer service staff. If you have a webcam you can talk face to face. The Skype line is open from 10:00 until 16:00 Monday to Friday.
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How can I pay for my goods?
We are happy to accept the following cards: Maestro, Solo, American Express, MasterCard, Visa, Electron, and Delta. You can also pay by personal cheque, or by postal order - these should be made payable to Joe Browns Ltd.
Please allow anything up to 10 working days for all cheques to clear.
Where do I enter my Discount Code when I want to Checkout?
Please enter any Discount Codes in the ‘Got a code’ box during the Checkout procedure.
Can I obtain credit from Joe Browns and purchase goods then pay later?
Unfortunately we do not have the facilities to enable us to supply a credit option. However, a pro to not doing so is that we’re able to keep our prices lower than stores that do offer credit facilities.
I live in the Channel Islands, so will you deduct my VAT charges before charging my card?
Please call us on 0113 270 6655 prior to placing your order if you are based in the Channel Islands. Thank you.
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How quickly do you deliver?
Goods are despatched via the Hermes 48 hour service or via Royal Mail 2nd class post and although these are not guaranteed delivery services the majority of our items will be delivered within 2 working days from despatch. We aim to despatch all goods within 2 working days.
Please be advised that delivery of parcels to business addresses can take longer than those sent to home addresses.
Also note that, unfortunately, we may have to wait up to 15 working days (or 25 working days for overseas orders) before we are able to refund or replace items missing in transit.
How much does postage for my order cost?
All orders are subject to a £3.95 delivery charge. (See below for BFPO shipping.) Please note that if we despatch your goods separately you won't be charged again for postage - we'll cover any additional costs for you. Likewise, when you return goods for exchange items, we won't charge you again when the exchange items are despatched.
Do I need to sign for my parcel?
A signature may be required upon delivery. If you are not at the delivery address to sign for the parcel, the couriers will attempt a further two deliveries and subsequently will return the parcel to ourselves. Alternatively, if the courier deems it safe to do so, they may possibly leave the goods in a secure location on your premises or with a neighbour. Please note our advisors cannot be held responsible if you are not at the delivery address to accept goods when they are delivered.;
If my items are shipped separately, will you charge me postage for each item?
We only charge one delivery fee and this is the delivery fee that is added to your order at the order processing stage, so if part of your order has been despatched and we are awaiting stock to make up the rest of your order, you will not be charged for delivery again
How much is postage for BFPO addresses?
BFPO parcels are subject to a flat rate charge of £6.95. The reason for this higher charge is that due to security reasons, Joe Browns are not allowed by the MOD to ship items directly to BFPO overseas addresses and therefore the only approved method of getting goods to you is via a central MOD collection point at Mill Hill. The second stage of your delivery is completed by the MOD who then in turn pass on an agreed charge to Joe Browns, which is based on the MOD's average cost for all deliveries throughout the world. If you wish to do so, delivery to a non-BFPO address will incur a charge of £3.95 regardless of weight.
Do you deliver outside the UK and Ireland?
We deliver to the UK and Ireland and the following overseas locations:
Europe: Armenia, Austria, Belgium, Belarus, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Gibraltar, Greece, Hungary, Iceland, Italy, Isle Of Man, Latvia, Lithuania, Luxembourg, Malta, Moldova, Netherlands, Norway, Poland, Portugal, Romania, Serbia, Slovakia, Slovenia, Spain, Sweden, Switzerland, Turkey, Ukraine.
Rest Of World: Algeria, Australia, Bermuda, Brazil, British Virgin Islands, Canada, China, Ecuador, Egypt, Falkland Islands, Greenland, Guatemala, Hong Kong, India, Indonesia, Israel, Japan, Lebanon, Mauritius, New Zealand, Oman, Philippines, Qatar, Russia, Saudi Arabia, Seychelles, Singapore, South Africa, South Korea, Thailand, USA, United Arab Emirates, Zimbabwe.
Delivery charges are £7.95 Europe and £11.95 rest of world.
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How do I return goods to you?
To return goods, simply fill out the reverse of the invoice carefully, package the goods in suitable wrapping and return to us at the address stated on the reverse of the invoice. Please ensure the invoice is included with the goods and that you've marked on it what you're returning and why and list any items you require in exchange of those returned. If you no longer have the original invoice, please contact us with your full address, order number or customer number. If any items to be sent in exchange of those returned are more expensive than the original items, you will need to either include the additional payment - no cash though - with the returned goods. Alternatively, please include a day time telephone number and we’ll call you in order to obtain your card details.
What is Joe Browns returns policy?
All goods can be returned to us for a full refund on the cost of goods or exchange within 21 days of purchase providing they are unworn and unused, but we cannot accept returns of underwear unless faulty upon receipt. You have a statutory right to have a full refund including the outbound postage and packing charges if you notify us within seven working days from the day after you receive your goods that you intend on returning to us your order in its entirety. Please ensure that you receive a proof of postage for your own records and have adequate insurance cover should the parcel be lost. Joe Browns can not be held responsible for lost parcels.
Items purchased as Christmas gifts must be returned by January 10th.
Do Joe Browns offer a free returns service?
We have considered offering a free returns service, although in our opinion there is no such thing as free postage; companies who give free postage simply include the costs in their original selling prices. We however prefer to be more open and charge you less for the goods, but kindly ask that customers pay only to return goods they need to return, unless of course they are faulty or sent in error.
I have recently returned goods to you for a refund – when will this be credited to my card?
We will process your return as soon as possible, although we kindly ask you to leave anything up to 14 days for processing.
I have returned goods to be exchanged for other items – will you charge me £3.95 for outgoing postage again?
No, once you've paid the £3.95 to have the initial order posted out, we won’t charge you again, as any subsequent outgoing postage will be paid for by ourselves.
What do I do if, in the unlikely event, I receive faulty goods, or goods sent in error.
Please don't hesitate to contact us because if there is a problem, we will do everything we can to resolve any issues you may have. After all, it maybe a problem we're unaware of, in which case we'd appreciate notification so that we can take appropriate action to resolve matters. We don't expect you to pay to return faulty goods, or goods sent to you in error and we will therefore post you a free returns label out so that you don't incur costs to return the items in question.
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What do the order status phrases mean?
Entered on Website.
Your order is awaiting processing and validation of payment – if this status is still present after more than 24 hours, please contact us by either calling us on 0113 270 6655 or by emailing us through the Contact Us page.
Promised.
Your order is ready for despatch if stock is available.
In Picking.
Your order is in our warehouse and the goods are being picked and packed.
In Despatch.
Your order is ready for shipment.
Partially Invoiced.
Part of your order has been sent and any remaining items will be sent separately.
Cancelled.
Your order has been cancelled, please contact us should you need to query this.
On Hold.
Your order has been placed on hold, please contact customer services should you have any queries.
On credit hold.
Your order is awaiting payment approval from your card issuer. If you are concerned please contact us.
Completed.
All items have been shipped.
How do I change my online account address details?
If you send us an email to Joe@Joebrowns.co.uk stating your new address, in full, along with your full previous address, we will alter these details for you.
Can I register more than one account under the same email address?
Whilst the website may allow you to do so, we prefer if you didn’t as this can cause problems allocating your order to the correct account.
Item X says it’s sold out, but will you be getting more in?
No, unfortunately if the white cross inside the red box is being displayed it means the item has been discontinued due to additional stock being unobtainable – we can no longer supply this item and it is on the website simply for reference.
Can I use my gift vouchers via the website?
No, unfortunately at this time we cannot accept the payment of gift vouchers via the website, although this is something we are looking to change for the future, as we appreciate it will make life easier for you.
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Do you pass my details to third parties?
We make our postal mailing lists available to carefully screened companies whose products or services may interest you. If you'd prefer to have your name withheld, please ensure you ‘tick the box’ when ordering, or email us at Joe@Joebrowns.co.uk should you have already placed your order. We do not pass on either your telephone number or your email address as these are solely for our use should we need to contact you.
I have previously asked you to remove my details from your mailing list but I continue to receive catalogues – why is this?
This maybe for two reasons – firstly, due to the way in which the mailing lists are prepared, i.e. in advance of the catalogues being posted out, it is likely we may send you a catalogue or two before the change takes effect. Alternatively, if you have not received confirmation from us that we have removed your details, it may simply be a case of us not having received your request, in which case, drop us an email via the Contact Us page or drop us a call on 0113 270 6655.
How do I advise you of a change of address?
Simply email us via the Contact Us page, informing us of both your new and previous address in full. If you have never purchased anything directly from Joe Browns, please also include the ‘cat ref’, which appears in a small yellow box on either the back page of the catalogue, or on the order form inside.
Do Joe Browns offer plus sizes?
Unfortunately this isn’t a service we can offer direct, although we have been working with a couple of companies in order to bring you a small range of our collection in plus sizes. You can view this collection through Simply Be’s website by clicking the following link www.JoeBrownPlus.co.uk.
Do Joe Browns offer kids clothing?
As Joe Browns is growing, eventually we hope we'll be able to supply children's clothes from the ages of 11 to 16. As the demand for the current catalogue is so great we are concentrating on men's and ladies range at the moment (although you’ll find many of the extra small and small sizes will already fit most kids from age 13 upwards).
How can I get help with choosing a size?
The best way to check sizing is to click the ‘Size Chart’ button that appears below each item. Most of these size charts are bespoke and will give you the actual measurements of the garments, so you can determine whether an item is a fitted garment, or whether it's intended to be worn baggier. If you're unsure after checking the charts, please don't hesitate to ask for help.
I would like to sell Joe Browns stock in my shop – is this possible?
We get many queries about going into retail, but at this moment we are concentrating on controlling the growth of our catalogue and website to give you the continued service and quality you would expect from Joe Browns. However at some stage we will venture into stores, so if you are interested in stocking the Joe Browns range please leave your details and you will be the first to know when we do this.
Would Joe Browns be willing to either sponsor me or supply clothes or accessories for fund raising purposes?
Unfortunately due to a company policy of directing all charity support towards causes directly affecting our employees, we do not allocate a budget or stock for outside events. We do understand this was not the answer you may have been looking for and therefore apologise for any disappointment caused as a result of this decision.
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